Leah Roberts
Dallas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Slomin's Oil & Home Security
08.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Experience Representative
Life 365 Portraits
01.2022 - 06.2022
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Bartender Supervisor
Chicago Pizza & Sports Grille Smyrna
06.2009 - 03.2016
- Placed weekly liquor orders and performed weekly liquor counts, maintaining adequate inventory.
- Supervised cleanliness of guest service areas before, during and after service.
- Managed daily administration and operations of beverage department, answering questions, monitoring task prioritization and handling tasks.
- Monitored daily checklists and side worksheets to keep servers and other staff members on task.
- Motivated team by giving constructive feedback to deliver exceptional patron experiences to all clientele.
- Ordered and maintained inventory of bar products, including alcohol, soft drinks and supplies to drive high volume of sales.
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Upsold customers from shelf to premium brands to help boost sales.
- Promoted customer safety by maintaining current list of available ride services for inebriated customers.
- Balanced daily registers and generated sales reports to support financial and administrative objectives.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Multitasked to meet customer, business operations and server needs with minimal errors or delays.
Hostess
Bay Breeze And Sea Breeze Seafood Restaurants
03.2008 - 06.2009
- Designed custom private function and banquet packages for business dinners, sales presentations, club meetings, weddings and charity events.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Stayed abreast of server availability and table turnover to make quick decisions about seating locations.
- Performed walked throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
- Answered front of house phone to inform customers of wait times, take reservations and record to-go orders.
- Monitored dining area to assess server capacity and estimate wait times.
- Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Communicated with kitchen staff about cook times to foster customer satisfaction.
Secretary
James Brown Tree Expert
01.2007 - 03.2009
- Received and routed incoming calls and correspondence to promote timely communication.
- Created agendas, meeting notes and other documents to enhance collaborative process.
- Fostered productivity by coordinating itinerary and scheduling appointments.
- Maintained organized filing system of paper and electronic documents.
- Coordinated communications, including taking calls, responding to emails and interfacing with clients.
- Assisted production and distribution of memos, newsletters, email updates and other forms of communication.
Education
Bachelor of Science - Corrections And Case Management
American InterContinental University
06-2015
Criminal Justice - Criminal Justice
Chattahoochee Technical College
01-2010
GED -
Adult Education Center, Marietta GA
09-2007
Skills
- Detail oriented
- Customer Service
- Complaint resolution
- Excellent written and verbal communication skills
- Proficient in Microsoft Office
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Upselling Products and Services
- Team Management Experience
- Client Rapport-Building
- Problem-solving abilities
- Data Entry
Certification
- Substitute Teaching License Georgia-Department of Education.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Slomin's Oil & Home Security
08.2022 - Current
Customer Experience Representative
Life 365 Portraits
01.2022 - 06.2022
Bartender Supervisor
Chicago Pizza & Sports Grille Smyrna
06.2009 - 03.2016
Hostess
Bay Breeze And Sea Breeze Seafood Restaurants
03.2008 - 06.2009
Secretary
James Brown Tree Expert
01.2007 - 03.2009
Bachelor of Science - Corrections And Case Management
American InterContinental University
Criminal Justice - Criminal Justice
Chattahoochee Technical College
GED -
Adult Education Center, Marietta GA
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